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Premium is linked to the incorrect email address

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎04-04-2022 16:06 - last edited on ‎04-05-2022 15:08 by Fitbit Moderator

‎04-04-2022 16:06 - last edited on ‎04-05-2022 15:08 by Fitbit Moderator

Had horrible customer service - called today and they refused to help with something they have the ability to correct - they just threw policy jargon at me & didn't lift a finger to help. I am so disgusted given that I have purchased so many of their products.

 

Moderator Edit: Clarified subject and updated label

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5 REPLIES 5

‎04-04-2022 17:29

‎04-04-2022 17:29

Hi @cai629  what exactly was the issue? Customer support is limited by the warranty, but they often have suggestions, depending on what's going on. 

Stepping in the U.S.A. since September 2013. Android 14

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‎04-04-2022 19:29

In response to Odyssey13

‎04-04-2022 19:29

A premium membership renewal was just charged today to an old email account that has no fitbit devices attached to it by mistake.  I asked them to attach that membership to the email account that does have my Fitbit device on it.  They won't, nor will they refund it,  They will keep the money while a month of membership goes unused. How is that a warranty issue?  And it is something that they can fix - they just refuse to.

 

 

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‎04-04-2022 19:46

In response to cai629

‎04-04-2022 19:46

And it wasn't answered or solved!  That is BS!

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‎04-05-2022 05:35

In response to cai629

‎04-05-2022 05:35

From a Moderator: "you need to do the following procedure to cancel your Fitbit Premium subscription: 

 

  1. In the Fitbit app, tap the Today tab  
     

     > your profile picture.

  2. Scroll down and tap Manage Subscriptions. Your active subscriptions open in your phone’s app store.
  3. Tap your Fitbit Premium subscription > Cancel Subscription. Note that you won't see this option if you already canceled your subscription. Your subscription expires at the end of your current monthly or yearly subscription term.

Once you're redirected to Google Play please make sure to follow this procedure to cancel the subscription on Google Play. 

 

Keep in mind that Fitbit subscriptions are non-refundable. However you could always contact Google Play, sometimes they provide refunds. "

Stepping in the U.S.A. since September 2013. Android 14

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‎04-05-2022 15:37 - edited ‎02-27-2025 05:51

In response to Odyssey13

‎04-05-2022 15:37 - edited ‎02-27-2025 05:51

Hi there, @cai629. @Odyssey13 Thanks for stopping by to help our member.

@cai629 I've moved your post to the Fitbit Premium board so we can keep the forums organized. Thanks for the detailed information and your efforts while getting in touch with us via phone. I understand where you're coming from and I'm sorry for the experience that you've gone through. I went ahead to check your details and I noticed our Support team already sent you an email requesting more information from you. If you haven't done so, please check your inbox, spam or junk folders and keep an open communication with them. I've also forwarded your posts so they can have them on hand.

About your other question, please take in mind that since this is a public forum any member can select the post that best answers their concerns. However, I see your point of view and I've unmarked the Best Answer of this thread so you can keep receiving help from the Community. Your feedback is appreciated and rest assured it hasn't gone unnoticed.

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